This topic has 15 replies, 3 voices, and was last updated 6 years by Radu.

  • Author
  • #182435
     korym
    Participant

    Hi there. I apologize I’m not as quick to reply back as I’d like to be.  I work crazy hours and have a long commute.

    It looks like my Slider Revolution issue was resolved based on the last update.  Thanks much for pushing that fix out.

    I’m now seeing an issue where my theme options have disappeared.  I’ve attached a screenshot.

    Additionally, I’m unable to load the WP Bakery options when working with posts and pages. I’m able to see its shortcodes but I don’t see the GUI itself.  I’m wondering if these two issues could be related.

    Thanks much, in advance, for any insight you can provide!

    Regards,

    Kory

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    #182469
     Kieran_SQ
    Moderator

    Hi,

    Thanks for reaching out about the issues you’re facing with Theme Options and Visual Composer, I have logged into your site and found that saving the Theme Options does not restore the options as expected and that the Visual Composer issue persists after updating.

    Considering your site is live and has several plugins installed I was unwilling to carry out tests disabling plugins for incompatibilities. Please consider moving your site to a staging or local test environment and disabling all plugins except for K Elements and Visual Composer and test to see if these two issues are no longer present.

    Thanks,

    Kieran.

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    #182472
     korym
    Participant

    Hi, Kieran. My apologies but I had forgotten to mention that I had previously disabled all plugins except K Elements and Visual Composer but the issues persisted.

    Thanks much.

    Regards,
    Kory

    #182473
     Kieran_SQ
    Moderator

    Hi Kory,

    Can you let me know which version of PHP you’re using and if it is 5.X could you please try switching to 7.X to see if the issue is resolved.

    Also, please post your PHP error log for the last 24hrs only, if this is a large amount of text please upload directly to the ticket in a .txt file.

    Thanks,

    Kieran

    Hi there!!! Help others from the community and mark any reply as solution if it solved your question. Mark as a solution

    If you like the theme or the support you've received please consider leaving us a review on Themeforest!

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    #185790
     korym
    Participant
    This reply has been set as private.
    #185793
     Kieran_SQ
    Moderator

    Hi Kory,

    Thanks for sending me the log, it doesn’t reveal much which is unfortunate. You can try downloading a clean copy of the KLEO parent theme from ThemeForest and manually uploading via sFTP – it is possible that there could indeed be errors there.

    The other thing I would like you to try if possible is to disable Redis Cache on CloudWays and let me know, after clearing all caches, if this makes any difference.

    Thanks,

    Kieran

    Hi there!!! Help others from the community and mark any reply as solution if it solved your question. Mark as a solution

    If you like the theme or the support you've received please consider leaving us a review on Themeforest!

    Custom development requests can be sent to dev@seventhqueen.com, one of the development team will be happy to discuss your needs.

    #185796
     korym
    Participant

    Thanks for the suggestion, Kieran. I attempted to disable Redis and flushed all caches but that didn’t appear to make a difference. That being said, I turned Redis back on.

    I downloaded the theme from ThemeForest and am ready to upload it to the server. Obviously I made a local backup of my site first via Updraft Plus, of course. My question to you is: should I overwrite the current kleo directory on the server with the newly downloaded files? The reason why I’m asking is because I’m also using a kleo-child theme for some site-specific functions.

    Thanks again.

    Regards,
    Kory

    #185798
     Kieran_SQ
    Moderator

    Hi,

    You should leave /wp-content/themes/kleo-child/ as is, do not overwrite this folder as you will lose all changes you have made.

    You can either overwrite the contents of the /wp-content/themes/kleo/ folder via ftp or delete this folder via FTP and reupload the KLEO theme via WP Admin > Themes > Add New > Button: ‘Upload’.

    Thanks,

    Kieran.

    Hi there!!! Help others from the community and mark any reply as solution if it solved your question. Mark as a solution

    If you like the theme or the support you've received please consider leaving us a review on Themeforest!

    Custom development requests can be sent to dev@seventhqueen.com, one of the development team will be happy to discuss your needs.

    #185799
     korym
    Participant

    Thanks, Kieran. I’m afraid reuploading didn’t work either. I flushed all caches after doing so, including Redis. I also reset all my permissions via the Cloudways admin dashboard. I confirmed all the files were successfully overwritten by this upload as they are timestamped for today.

    Do you have any other suggestions?

    Thanks much.

    Regards,
    Kory

    #185801
     Kieran_SQ
    Moderator

    Hi,

    If you have a full/valid backup of both files and database I would suggest trying the re-install WordPress button found at WP Admin > Dashboard > Updates. This won’t wipe your site, it will simple download and use clean copies of the core WordPress files. I suggest this because the only error I see in the console on the back-end is on the Theme Options panel from mediaelement-and-player.min.js https://www.cheersva.org/wp-includes/js/mediaelement/mediaelement-and-player.min.js.

    This is in the core WordPress files so it is worth a shot. Though as above, make sure you have a full and valid backup just in case. Make sure to purge all of your caches as you have been doing.

    If this doesn’t work I will refer this ticket to a developer for a review.

    Thanks,

    Kieran

    Hi there!!! Help others from the community and mark any reply as solution if it solved your question. Mark as a solution

    If you like the theme or the support you've received please consider leaving us a review on Themeforest!

    Custom development requests can be sent to dev@seventhqueen.com, one of the development team will be happy to discuss your needs.

    #185815
     korym
    Participant

    Hi, Kieran. All excellent suggestions which I greatly appreciate. I took another backup of my site and attempted to reinstall WordPress. Then I flushed all the caches and attempted to load the theme options. Unfortunately the problem still persists, e.g. I’m unable to see the theme options. If you wouldn’t mind escalating to a developer, I’d appreciate it.

    Please let me know if you need anything else from me.

    Thanks much.

    Regards,
    Kory

    #185880
     Kieran_SQ
    Moderator

    Hi Kory,

    I will refer this ticket to a developer for you. They’ll be in touch as soon as they can, Monday to Friday, East European Time.

    Sorry for not being able to assist more.

    All the best,

    Kieran

    Hi there!!! Help others from the community and mark any reply as solution if it solved your question. Mark as a solution

    If you like the theme or the support you've received please consider leaving us a review on Themeforest!

    Custom development requests can be sent to dev@seventhqueen.com, one of the development team will be happy to discuss your needs.

    #185960
     Radu
    Moderator

    Hi,

    The issue seems to comes directly frmo wordpress, i’ve re-instaled it but useless

    see this video : https://drive.google.com/file/d/1I-COZsAwkNRlGadH_LkHchxqPf4AjGT5/view

    The issue occurs even with default wp theme, and those errors from console breaks the js of the VC.

    I’ve re-activated child theme and plugins back.

    I recommend you to open a ticket on wordpress forums.

    Cheers
    R

    Hi there!!! Help others from the community and mark any reply as solution if it solved your question. Mark as a solution
    #186007
     korym
    Participant

    Thanks, Radu. I’ve reviewed the video but it would be helpful if you would please copy and paste the error you’re seeing here so I can ask on the WP forums.

    Also, it looks like my site was set to the default theme. I’m not sure how long it was set to that theme but I changed it back to Kleo until I can figure this out.

    Regards,
    Kory

    #186039
     korym
    Participant

    Additionally, I noticed a few other customers were having similar issues with not being able to see the theme options via the backend. Would you please tell me if their issues were resolved and, if so, what the resolution was?

    Thanks much.

    Regards,
    Kory

    #186075
     Radu
    Moderator

    Hi,

    Those are the errors : https://pastebin.com/raw/rzNBNUzt

    In your case the theme options panel not works for same reasons the VC doesn’t work.

    In the admin area some js errors occurs even you are using default wp theme.

    The js errors prevent the rest of the JS’s to be executed.

    If you have any speed/optimization service/plugin like cloudflare or mod_page speed those can be a reason, turn off those.

    Cheers
    R.

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